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July 29, 2013

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News Brief
Sponsored by WG Security Products, Inc.

Thomas Nedderman has been named Field Director Asset Protection for Whataburger Restaurants.  Thomas was previously the Divisional Asset Protection Manager for Jack in the Box for over six years, and had worked at Jack in the Box for 14 years. He was also their Restaurant Systems Specialist and their Senior Restaurant System Specialist. He earned his Bachelor's of Management Information Systems from University of Houston. Congratulations Thomas!

Fired Family Dollar assistant manager & convicted sex offender charged in Family Dollar double murder  Citizen tips led to his arrest. A fired assistant manager at Family Dollar has been charged with killing two workers last week in a crime that the police chief said "shocks the conscience of all civilized people." Lavere Bryant, 34, of Dearborn, Mich., who records show is a convicted sex offender, was arraigned Wednesday under heavy security in Dearborn District Court on two counts of first-degree murder and a multitude of other charges. Judge Sam Salamey ordered him held without bond. Editor's note: With all the attention on background screening where was the background check on this registered sex offender? (Source usatoday.com)

Did Pink Panther jewelry thief gang hit again? Did they need the guy who escaped last week? Police think they may have - As $53M in jewels stolen in Cannes Hotel yesterday  One expert noted the crime follows recent jail escapes by members of the notorious "Pink Panther" jewel thief gang. A staggering 40 million euro ($53 million) worth of diamonds and other jewels was stolen Sunday from the Carlton Intercontinental Hotel in Cannes, in one of Europe's biggest jewelry heists in recent years. The hotel in the sweltering French Riviera was hosting a temporary jewelry exhibit over the summer from the prestigious Leviev diamond house, which is owned by Israeli billionaire Lev Leviev. A police spokesman said the theft took place around noon, but he could not confirm local media reports that the robber was a single gunman who stuffed a suitcase with the gems before making a swift exit. The spokesman spoke on condition of anonymity because he was not authorized to discuss the matter on the record. An expert in the field says the likelihood of recovering the stolen diamonds and jewels is slim. Cannes appears to be a favorite target this year — in May it was struck by other two highly publicized jewelry heists during the Cannes Film Festival. Police are investigating if the Pink Panthers are responsible and said three of their members have escaped from prison in as many months. (Source Associated Press)

Retailers - Wholesalers/Design team Dolce & Gabbana get 1 year 8 months in prison each for tax evasion in Italy  Despite their repeated protestations of innocence, Italy’s Judge Antonella Brambilla found Domenico Dolce and Stefano Gabbana guilty of tax evasion. There were already fines and restitution of a hefty 343.3 million euros. Still, the fashion world and financiers—not to mention the stylish duo themselves—had to worry about jail. And they got it. Prosecutors wanted the pair locked up for a three-year prison term, but they got 1 year and 8 months. In Italy, two appeals are possible. That means the case isn’t over by a long shot. (Source forbes.com)

Ex-vice president at Tiffany pleads guilty to stealing $2.11 million in jewelry  Under a plea agreement, Lederhaas-Okun, a resident of Connecticut, has agreed to forfeit more than $2.11 million and pay $2.24 million in restitution for a total of $4.35M. She was checking out merchandise for showings and then Lederhaas-Okun reported the items missing or damaged while selling some to a jewelry reseller. She had left Tiffany in Feb. and an inventory showed 165 missing pieces. Sentencing is set for December 10. and she faces 37 to 46 months. (Source nbcnews.com)

Canada's Hudson's Bay Corp. emerges as owner of Saks - HBC owns Lord and Taylor in NYC as well  Saks Fifth Avenue has a new corporate parent — and will be sharing it with a couple of famous retail siblings. The swanky luxury chain has struck a deal to be acquired by Hudson’s Bay, the Canadian department-store chain that owns Lord & Taylor, sources told The Post. The deal is expected to be announced as soon as today. (Source nypost.com)

Wal-Mart Undercuts Rivals in Back-to-School Battle
  Its U.S. locations are already fully stocked with crayons, crates, stationery, and pencil sharpeners in school-shopping displays, and a new analysis from Bloomberg Industries found prices are 10 percent cheaper on average than similar wares at Target. The report, based on shopping for a basket of about 50 identical goods, put Wal-Mart’s prices 50 percent lower than those at Sears-owned Kmart stores and 45 percent lower than Staples. It’s enough to suggest that, in some cases, retail rivals aren’t even trying to fight Wal-Mart’s mighty pricing powers. (Source kstp.com)

Amazon looks to fill 7,000 jobs in 13 states - New LP Jobs here!
  The company says it will add 5,000 full-time jobs at its U.S. distribution centers, which currently employ about 20,000 workers who pack and ship customer orders. And adding 2,000 customer service jobs. Editor's note: Obviously this means a number of new LP jobs to merely handle the expanded employee population and increased risk exposures. With 17 DC's, adding jobs - as per the article, we would imagine at least 14 new LP jobs. And Amazon pays extremely well. (Source Associated Press)

Immigration Audits Helped Sink 2 Hispanic-Oriented Grocery Chains
  California’s Mi Pueblo grocery store operator filed for Chapter 11 protection on Monday after the 21-store chain was told to replace some of its 3,260 workers whose documentation came under review during a U.S. Immigration and Customs Enforcement audit. That filing comes after executives at Pro’s Ranch Market put the company’s 11 stores, which employ about 2,235 workers and are mostly located in Arizona, under bankruptcy protection in May. Pro’s Ranch Market said it had to lay off 300 workers—roughly 20% of its workers—in 2010 following an agency investigation that found some employees to be working in the country illegally. The adverse, negative, and chilling effect of the perception in the State of Arizona towards immigrants and Hispanics, including the passage of [the] "SB 1070″ law, contributed to the chain’s financial problems, company officials said in court papers. (Source wsj.com)

Special note - Alco is looking to fill a new Director of Loss Prevention position in Dallas  After our article on Friday about Alco being bought by a private equity group and moving to Dallas we learned that they are indeed looking to staff a new Director of Loss Prevention position. We had heard they were moving from Abilene to Dallas in order to attract executives to the company due to the difficulties they were having getting people to move to Abilene. Quite frankly it looks like getting people to move period is a real problem in the U.S. right now regardless of where you are. Even with the housing market getting better, people are still underwater.

 

NFSSC to Debut New Web Site

On August 5, the opening day of the 34th NFSSC Conference, NFSSC will introduce its brand new website and will be making a special announcement that will positively impact the restaurant loss prevention professional.

The new site will have more in-depth and useful resources, studies and information that will assist the restaurant practitioner in their daily efforts to keep their stores, employees and customers safe.

Visit www.NFSSC.com, on Monday, August 5, at 3PM ET. Let's Get Smarter. Together.

Check us out anytime to learn more about our member services and the annual meeting - the nation's largest gathering of restaurant LP and Security executives.
 


More pressure in the background check industry - Jury awards Oregon woman $18.6M over credit report   A federal jury in Oregon awarded $18.6 million to a woman who spent two years unsuccessfully trying to get Equifax Information Services to fix major mistakes on her credit report. Though Friday's award is likely to be appealed the jury was told that Julie Miller had contacted Equifax eight times between 2009 and 2011 in an effort to correct inaccuracies, including erroneous accounts and collection attempts, as well as a wrong Social Security number and birthday. Her lawsuit alleged the Atlanta-based company failed to correct the mistakes. She had found similar mistakes in her reports with other credit bureaus, Baxter said, but those companies corrected their errors. A Federal Trade Commission study earlier this year of 1,001 consumers who reviewed 2,968 of their credit reports found 21 percent contained errors. The survey found that 5 percent of the errors represented issues that would lead consumers to be denied credit. (Source yahoo.com)

Data, Data Everywhere - Is it backfiring?
How can we simplify data and make it more actionable? Execution is everything! When you look closely, retailers are overwhelmed by the amount of data they are collecting and unsure how to use it. Often when we start working with a new retailer, we find they are sifting through 150 to 300 reports and looking at a sea of metrics. What is even more concerning is that their field teams have little consistency regarding how they use these reports; they “cut and paste” on a daily basis to get individualized information to stores within their region or district. As one CEO told me recently, “we are expecting our field teams to be analysts rather than the executers we need them to be.” This is how big data is backfiring. Rather than saving time and driving the right outcomes, it is time consuming and leads to confusion. An article for the retail student. (Source therobinreport.com)

High-End Stores Use Facial Recognition Tools To Spot VIPs and increase sales
  VIP-identification technology designed by NEC IT Solutions has been installed in a dozen undisclosed top stores and hotels in the U.S., the U.K., and the Far East. The U.K.-based company already supplies similar software to security services to help identify terrorists and criminals. The ID technology works by analyzing footage of people's faces as they walk through a door, taking measurements to create a numerical code known as a "face template," and checking it against a database. In the retail setting, the database of customers' faces is comprised of celebrities and valued customers, according to London's Sunday Times. If a face is a match, the program sends an alert to staff via computer, iPad or smartphone, providing details like dress size, favorite buys or shopping history. (Source npr.org)

Black Hat and Def Con security conventions for Hackers and Social Engineers - this week in Las Vegas - and they're concerned about getting hacked there themselves by one of their own  Where the world's most skilled social engineers & hackers meet for a week of sessions, exhibits, and testing. Actually a few weeks ago they even tried to discourage anyone from the government cyber security sector from attending and immediately were criticized for it. Meanwhile in this article they talk about how attendees have to be careful about their own identities and take safeguards not to give out to much information about themselves to skilled conversationalist who could use the information later. Wow- the hackers are suspicious of their own group. (Source csoonline.com)

Cruise ship security under pressure to disclose and do more for the 21M Americans who take cruises every year  A report issued Wednesday by the Senate Committee on Commerce, Science, and Transportation found that of the 959 alleged crimes the industry voluntarily logged with the FBI - including 130 that were serious enough to require reporting - only 31 were made public. To close the disclosure gap, Rockefeller this week introduced a bill that would make all crimes alleged on cruise ships publicly available information, require cruise lines to place video cameras in public areas, and direct the Department of Transportation to establish an advocate who can provide assistance to victims on board ships. The three largest cruise lines - Carnival, Royal Caribbean, and Norwegian - already have pledged to post crime data on their websites by Aug. 1 that will give consumers more information than the Cruise Vessel Security and Safety Act (CVSSA) of 2010 calls for. Editor's note: Carnival has a Loss Prevention department in southern Florida which has been staffed with a number of former retail LP executives over the years. (Source wltx.com)

Why Companies Keep Getting Blind-Sided by Risk - Hurricane season is here!
  Three quarters of the 195 large companies surveyed recently by APQC got hit by an unexpected major supply chain disruption in the last 24 months. Survey responders (mostly supply chain risk operators) said things got so bad that C-suite executives had to get involved in the fix-it process for a sustained period of time. With all the concern and talk about Enterprise Risk management (ERM) why did the systems fail? The familiar gap between the talk and the walk. People at the front lines of the business were hamstrung by a lack of visibility into risk. Nearly half said they lacked the resources needed to adequately assess business continuity programs at supplier sites. Many relied on the suppliers filling out perfunctory, unreliable checklists. Are you involved? (Source hbr.org)

Is a Ban on Plastic Bags Responsible for an Increase in Shoplifting?
 The evidence from across the country suggests it just might be. Evidence is trickling in showing that a ban on the bags has led to an increase in store thefts, reports The Daily Caller. The both implicit and explicit encouragement of reusable bags in lieu of plastic means more folks are wandering the store with a method of stashing food and drink before they ever reach the checkout line. It's a trend that encourages shoplifting, say some officials. A grocery store in Seattle reported thousands of dollars worth of merchandise stolen following that city's plastic bag ban, and almost a quarter of city business owners polled said that thefts had gone up as well. (Source topix.com)

Cisco reseller busted selling $37M in stolen and/or fake Cisco equipment
  A 43-year-old San Jose-based reseller accumulated $37 million in ill-gotten gains between 2006 and 2012. He was buying counterfeit or stolen products and passing them on to customers after altering serial number while running Network Genesis. At least four other such scams have been perpetrated against Cisco in recent years. (Source mercurynews.com)

New "Active Shooter Response Training Manual" released for law enforcement
The general language of the manual is that of a military manual as compared to a contemporary law enforcement training manual. The manual includes a DVD with both a training powerpoint and video. The publication date was July 15th via CRC Press (crcpress.com). The published price of $89.95 on CRCPress.com and $62.00 for the electronic version. Editor's note: Here's how law enforcement is being trained. (Source officer.com)

Mississippi destroys $750,000 of counterfeit goods and seizes $19,000 in raid
  The counterfeit goods, which included shirts, shoes, purses and a variety of CDs and DVDs, were confiscated after an operation by the Attorney General’s Intellectual Property Theft Task Force in Chickasaw County which resulted in two recent guilty pleas from the defendants, Willie McMillian and Sophia Hill McMillian. (Source wtva.com)

Home CCTV system nails Hernandez in murder case
  The photos, taken from Hernandez's surveillance system in his home in North Attleborough, Mass., are in more than 100 pages of court records released by Attleboro District Court on July 25. The release gave the public a first look at images showing Hernandez holding a gun both before and after the killing, the report said. (Source securitysystemnews.com)

Quarterly Same Store Sales Results

Weis Markets Q2 down 4.8% with sales down 2.2%


Last week's most popular news article --

Unsealed Court Documents Show 7-Eleven & J.C. Penney hit by Largest U.S. Data Breach in history  7-Eleven Inc. was among more than a dozen companies that were the target of one of the largest alleged data breaches ever uncovered. According to court documents unsealed today, five men living in Russia and the Ukraine allegedly stole more than $300 million from several companies, including 7-Eleven, Visa Inc. NASDAQ, J.C. Penney Co. Inc. and JetBlue Airways. According to the Wall Street Journal, the alleged scheme ran from 2005 until 2012, when the accused were able to gain access to computer systems and make huge profits from stolen credit cards and identity information. The five men, Vladimir Drinkman, Aleksandr Kalinin, Roman Kotov, Dmitry Smilianets and Mikhail Rytikov conspired in a "worldwide scheme that targeted major corporate networks, stole more than 160 million credit card numbers and resulted in hundreds of millions of dollars in losses," Paul Fishman, the U.S. attorney in New Jersey, said in a statement. (Source csnews.com) (Source nytimes.com)


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Retail Crime News
 
Home Depot Loss Prevention associate shot and another pistol-whipped by shoplifter Sunday afternoon  Both security guards suffered non life-threatening injuries, police said. A preliminary investigation revealed a man was seen by store security personnel attempting to steal a cart full of tools, police said. When two loss prevention officers attempted to stop the suspect, he began to struggle with them and pulled out a dark revolver and shot one of the guards in the right shoulder, police said. The shoplifter is still at large. (Source mercurynews.com)

Burglary crew steals 700 cases on Dutch Masters cigars from Miami warehouse worth $250,000 and the video was running the entire time  The Broward Sheriff’s Office says it took 6 men and 3 vehicles working for two hours to load the stolen cigars and flee. The owner was asked if it could it be an inside job. Surveillance cameras on the business — Florida Distributors — captured video of men. The video shows the men running towards a tree next to the warehouse. Broward Sheriff’s detectives say the man scaled the tree, broke into the warehouse through a skylight and started hoisting boxes of cigars out of the building and to members of their crew waiting outside. The owner says the building has an alarm but it didn’t work. "We do get a lot of burglaries all over but I haven’t seen anything like this in a while,” Colantuno said. (Source cbslocal.com)

Suspect in fatal San Ramon jewelry store robbery arrested  A suspect in a jewelry store robbery last year that led to the fatal shooting of a Hayward resident has been arrested, San Ramon police said Friday. Police believe he is one of four men, one of them armed, who robbed Gold N Treasurers in San Ramon, Calif. (Source mercurynews.com)

Wal-Mart employee charged with $50,000 in theft and selling merchandise for cash in Urbana, ILL.  An Urbana man who was allegedly stealing merchandise from his employer and selling it for cash has been criminally charged in Champaign County with theft. The thefts were discovered by Wal-mart security employees. Clapp worked unloading trucks and stocking shelves at the discount store. Between early December and late March of this year, he allegedly stole about $50,000 worth of items, mostly electronics, and told Champaign police that he sold them to another man for about 20 percent of their value. (Source news-gazette.com)

Thieves steal $200,000 backhoe - tear down bank wall - and couldn't open the ATM - in NYC  New York City police are hunting for brazen thieves who stole a $200,000 backhoe from a construction site, then used it to ram a glass wall and claw out an ATM machine at a bank in Queens. Officers say the suspects left the machine running when they fled the Chase Bank branch in Maspeth at around 3.15 am on Friday morning. The backhoe was reported missing from a nearby construction site. Police say it's unclear if any money was actually taken, but the investigation is continuing. (Source dailymail.co.uk)

Three suspects go on robbery spree last week in Herndon and Loudon County, VA.  The three suspects are also accused of an earlier crime spree in Loudoun County, including another armed robbery and stealing the car they drove during the McDonald's robberies. They robbed a 7-Eleven and assaulted the clerk. (Source herndon.patch.com)

Walmart associate steals over $100K using MoneyGram.  A New Mexico man is accused of pulling off a huge heist at Walmart, but it isn't your usual shoplifting or robbery. He allegedly stole more than $100,000 from the store's MoneyGram service in just a few months. According to investigators, they have the video and money orders to prove it. It happened at the Hobbs Walmart where Victor Castillo, 23, is accused of creating, printing and pocketing a total of $106,000 worth of fake money orders. Castillo would allegedly create the money order, shut the computer off so the transaction would not be completely on the system although the valid money order would still print. He was arrested Thursday and is being held at the Lea County Detention Center on a $256,000 bond.
(Source kob.com)

Wal-Mart shoplifter admits to having gun, assaults Loss Prevention agents and flees.  A Kentucky man is behind bars after attacking Loss Prevention agents and running away from police during a shoplifting attempt at a Walmart in Fort Wright. The incident began at about 2:30 p.m. Sunday when security guards saw two men who appeared to be stealing from the store and brought them to their office for questioning. One of the suspects, William Bowman, 22, admitted to Loss Prevention agents that he was carrying a handgun but it was never displayed to anyone in the store, according to the Fort Wright Police Department. After handing over the gun, Bowman bit one agent in the arm and punched another agent in the face. (Source wxix.com)

Knoxville Dollar General store robbed at gunpoint.  Police are searching for a robbery suspect who ordered a staffer at a Knoxville Dollar General store to empty the safe at gunpoint Sunday morning. Officers responded at 8:35 a.m. to the reported armed robbery at the Dollar General. The store’s assistant manager told police that a male entered the store about 8:15 a.m., brandished a handgun and demanded money from the safe. The assistant manager complied and gave the gunman an undetermined amount of cash. No injuries were reported. (Source wate.com)

Gunman flees on foot after Payless Shoe store robbery in San Diego.  A Payless Shoe store in San Ysidro was robbed at gunpoint Saturday. The suspect spent about 30 minutes inside the Payless Shoe Source before he approached a female employee shortly before 1 p.m., showed a handgun and demanded cash. The robber then ordered the employee to the back of the store and ran west on San Ysidro Boulevard with an undisclosed amount of money, Police said. no one was hurt. (Source nbcsandiego.com)

King Soopers Customers in Colorado stop a man who allegedly robbed a cash register.  Colorado Springs police said a would-be robber picked a store with crime-fighting customers Sunday afternoon. A man identified later as Joseph Grimmig, 27, shoved a cashier aside at the King Soopers store just after 1 p.m., took money from the register and tried to run away. His alleged get-away, however, was blocked by several customers and store employees. Police were called initially to a physical confrontation inside the store, but when the first officer arrived, he "found the suspect being restrained on the ground by several customers of the store." Court records indicate Sunday's arrest was the fourth theft arrest for Grimmig in El Paso since May 22. He was also arrested on June 25 and July 5. (Source thedenverchannel.com)

 

EHS & Safety
 
What Motivates Employees?
This infographic dives into what motivates today's employees and actually produced some astonishing results. According to this infographic, money is not the number one answer. Some interesting highlights from this infographic are as follows: 70% of workers are more motivated by non-monetary rewards at work. 83% said recognition for contributions was more fulfilling than gifts or rewards, and across all age groups, opportunities for growth were a more motivating reason to stay than getting a raise. 79% of those who quit their jobs exclaimed that lack of appreciation was the main reason for leaving. Read the entire infographic here to find out how to motivate your workers. (Source ehstoday.com)

Younger Workers and the Mistakes They Make
We all remember being a younger worker on the job, but nowadays it's not unusual for younger workers to be injured on the job during their first few months of work. As their supervisors and bosses it's important to make sure their safety a priority and help them understand the safety culture, and take responsibility for their own safety. Here are some things to take into consideration when going in depth about safety culture with your younger workers; as supervisors, it's important your younger workers feel comfortable going to you with concerns or questions especially where safety is concerned. It is also important for your younger workers to recognize when a safety hazard may become present in their work. They may not spot the risks associated with certain tasks, so it is key they receive this knowledge as well as how to keep themselves protected. (Source safetymanagementgroup.com)
 

ORC News
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ORC Trio busted stealing 62 movies from Wal-Mart in Summerfield, FL.  Three people, including a couple, were arrested by a sheriff’s deputy on Friday, accused of stealing 62 movies worth $1,536.52 from Walmart, according to officials. (Source ocala.com)

ORC group of four hit Shreve City, LA., Wal-Mart using stolen debit and credit cards  The cards were used on July 15 at the Shreve City Walmart to buy more than $900 worth of beer, cigarettes, baby clothes and other items. The purchases were captured on surveillance video. Police say the suspects split up and bought the merchandise at different registers and then walked out of the store at the same time. (Source ksla.com)

Three Suspects steal $430 worth of candy from Wal-Mart.  Three men stole boxes and boxes of candy, $430 worth from a Winter Haven Walmart last week. After clearing the shelf, the trio asked a store associate if there was more candy in the back. The employee retrieved additional candy from the stock room and brought it to the men. The men left the candy aisle and briefly separated in the grocery area before meeting at the doors, exiting without attempting to pay for the merchandise. (Source baynews9.com)

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Vendor Spotlight
 

Case of the Month: There's a Fox in the Henhouse

By Catherine Penizotto
VP Analyst Services, Agilence

A shift manager for an Agilence Professional Services client thought she found a sly way to make a quick buck by conducting fraudulent refunds. The manager used a generic operator number shared by others to perform fraudulent refunds. The items she used for the returns varied by opportunity, from using product pulled from the shelf, to using product previously returned by a legitimate customer, and in some cases to simply entering a refund for a keyed department with no product present. Before she could count her eggs, the Agilence analyst identified the fraudulent activity and was able to determine the exact date when her barnyard behavior began. When confronted with the damning evidence, she crowed like a rooster admitting her fowl play.

Not such a sly fox after all.

Value to the client: $4,366


Here are some tips to help you prevent this type of behavior at your stores:

Monitor data activity for changing trends and anomalies
Monitor all refunds and question any detour from store policies
Apply the same scrutiny to manager activity as you would an hourly associate

Contact:
Derek Rodner
VP, Product Strategy
856-366-1200 x500

drodner@agilenceinc.com

 

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Thomas Nedderman has been named Field Director Asset Protection for Whataburger Restaurants.
Adam Vass
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6 Ways to Get People to Open Up
Getting your employees to open up can be tricky, especially if they are shy, don't feel like their ideas count, or they don't want to appear unintelligent. Use these guidelines to take a step into their shoes to understand why your employees might not be as vocal as you would like. (Ask for specifics)

10 Ways to Build Good Coworker Relationships  Building a healthy work environment starts with good office etiquette, and making the most of your interactions with your coworkers. Here are ten free tips to maintaining a valuable, and positive relationship with those you work with. (#1 Use common courtesy)

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5 Ways Leaders Earn Respect From Their Employees  You must never stop trying to earn respect from your colleagues. Even as the workplace evolves and becomes more trustworthy, and mindful of worker's needs, leaders are not simply owed unearned respect. In today's workplace, influenced by the millennial generation, proof of performance is a must have before respect is earned. (Use these five tactics to be a leader who puts the people first)

How to Be Happy (or Miserable) at Work  Start retraining the way your perspective on life when stuff happens. It is a fact of life that not everything is going to go as planned, but once you start looking at it in a new perspective, you will find the happiness you desire. (Think happy, not miserable)

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Tip of the Day
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There always seems to be one

No matter what company, what industry, what group you're in, there always seems to be one person that just down right doesn't like you. For whatever reason, whatever cause or agenda, there's always one in the group. Whether it's an industry group or a company, there's always one person that no matter what you do, they are just dead set against it. Now, many may disagree with me or just be in denial, but the fact is you can't travel your journey without running into it. The mere fact that you're successful in some of your efforts means there will be someone impacted by it, and with human nature dictating that people talk means others will hear about it, talk about it, and ultimately add fuel to the fire. Even if it's only to those best friends, the circle of trust grows rapidly and might as well be broadcast in a stadium. It's what we talk about, it's what we focus on, and it's what represents our biggest weak spot. The best response is no response. The best reaction is no reaction. And while rising above it may be the most difficult thing to do, and may indeed even leave others questioning you, it's still, in my opinion, the best response. Certainly everyone has the right to defend themselves, but at the end of the day to those who believe no response is necessary and to those who don't, no response is good enough.

How do you turn that person around? How do you change that persons opinion? Well it takes a lot of effort and time, and obviously you need to face it and make every attempt possible to resolve your issues and find common ground. Most importantly you need face yourself and look for the reason or action that may have ignited the issue and be mature enough to go talk about it with the individual, if possible and put it on the table. Now often times we can't be that direct and certainly some people just won't do it, but at least you'll have the piece of mind that you tried and after that just make sure you don't add more fuel to the fire. At the end of the day we all have to work together and we all have to be focused on delivering the best service or product we have and sometimes that one person who seems to be the one that stands in your way is in essence your best motivator, the one who lights the fire in your belly and makes you go that extra mile just to prove they're wrong.

Just a thought,
Gus Downing

Gus Downing

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